Service Agreement

The following is a description of the Bridget Designs Monthly Maintenance package and represents a contractual agreement. By signing up to the monthly plan you agree to these terms.

Description of Service

Bridget Designs offers two WordPress support and maintenance plans. The plans are purchased and paid for on a monthly basis and auto-­renew until the client cancels their plan.

Payment

Payments must be made in full by the 1st of the month and will be invoiced on the 24th of each month. You will receive an invoice and receipt when payment has been made for your records.

Please note if payment is not made within 7 days of the first of the month your service will be suspended until payment is made. If payment is not made within 30 days your payment plan will be cancelled.

Cancellation and Refunds

You may cancel your plan at any time with one months’ notice. Your plan will continue for the remainder of any time already paid for. To cancel a plan, we require you to provide written notice via email to hello@bridgetdesigns.co.uk

Once your plan has been cancelled we will notify you and any stored backups of your site will be deleted, and any other benefits such as plugin updates, security monitoring and uptime monitoring will be turned off.

Bridget Designs reserves the right to cancel your plan at any time, and if this happens we will notify you via email using the email address currently on file and refund any unused portion of your monthly payment, prorated.

Scope of Service

Bridget Designs provides the following services as part of your plan:

Guardian package:

  • Plugin updates
  • WordPress updates
  • Theme updates (if child theme is in place)
  • Daily Secure Backups
  • Spam Protection
  • Security Scanning
  • Performance & Speed Optimisation
  • Malware & Blacklist monitoring
  • Monthly Health Check
  • Monthly Report

Manager Package:

  • 1 Hour p/m Development Support
  • 9am-6pm GMT business service.
  • Plugin updates
  • WordPress updates
  • Theme updates (if child theme is in place)
  • Daily Secure Backups
  • Spam Protection
  • Database Optimisation
  • Malware + Blacklist Protection
  • Performance & Speed Optimisation
  • Google analytics integration
  • Dedicated Account Manager
  • On-site SEO Advice
  • Monthly Health Check
  • Monthly Report

Common tasks that are covered by our plans:

  • Minor changes to CSS
  • Installing new plugins
  • Adding content for pages or posts or galleries
  • Troubleshooting

Our plans do not cover:

  • Website design
  • Graphic design
  • SEO Services
  • Help with services/products/websites other than WordPress
  • Custom theme or plugin development
  • Support for third-party themes and plugins

Please note the following regarding plugin updates:

  • We can only update plugins which are available through the WordPress Update Dashboard (some plugins from CodeCanyon, for instance, aren’t available for updates through the WordPress Updates Dashboard)
  • All updates are made to the live site.
  • After updates are performed, we perform a manual, visual check on the homepage and one internal page for any errors. If there are issues, we will attempt to find the cause and suggest a solution. There may be an additional charge if this requires theme development or a replacement plugin. Alternatively we can roll your website back to a previous backup.

Service Level Guarantee

Our business hours are Monday to Friday, 9am – 6pm and we can only offer support during this time. Urgent issues outside of these time should be refered to your hosting company. Support is provide by email only using the email address support@bridgetdesigns.co.uk.

We aim to respond to all support requests as soon as possible, usually within 2-4 hours and within 24 hours where possible (not including weekends). If a task requires additional clarification or follow-­up information from you, please provide it in a timely manner.

We aim complete tasks as soon as possible following your request, we will give you an estimate of the timescale when we contact you. Please note that some tasks may take longer to complete, due to the nature of the task and response time will be slower during busy periods.

Liability

Due to the nature of web design, we can’t guarantee that our work will be completely error-free and so we can’t be liable to you or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, for these even if you’ve advised us of them.

Bridget Designs is not liable should any third party plugin cease to function as expected, or become obsolete following a core update to WordPress or other update. We will attempt to find a suitable fix or replacement in that eventuality, but Bridget Designs does not guarantee this.

The service is provided “as is” without warranty of any kind, either express or implied. You, the client, hereby agree that Bridget Designs will not be held liable to you for any and all injuries, claims, losses, expenses or damages that may arise out of or is in any way related to any work performed under this agreement from any cause or causes including but not limited to negligence, errors, omissions, strict liability, breach of contract or breach of warranty.

Security

We run a standard security check on the files of your site to check for outdated software, security weaknesses, malicious code and if your site has been blacklisted by Google as a result. Many site owners are unaware their site has been hacked for some time, this check will give you an early warning and allow you to take steps to fix the problem. It will also help you prevent such attacks by keeping software up to date.

However and this should not be taken as 100% guarantee that your site is completely clean we cannot guarantee all hacks will be picked up by our scans. We recommend you take additional security steps to protect your site if you feel you may be a target for hackers.

In the event you site has been compromised we will notify you and if possible discuss solutions but this agreement does not cover any work to clean or recover your site in that event.

Privacy Policy

By signing up to our support package you consent to us storing the login details, hosting details and contact details necessary to perform mainteance and update tasks on your website.

Legal Disclaimer

You can’t transfer this contract to anyone else without my permission. This contract stays in place and need not be renewed. If for some reason one part of this contract becomes invalid or unenforceable, the remaining parts of it remain in place.

Payment of the first months fee is required to start the plan and acts as an agreement to the above terms.

This agreement is governed by the laws of the United Kingdom.